Employee engagement is critical to meeting and exceeding organizational goals in customer experience.
The contact center has traditionally failed at doing so, and the past eighteen months have exacerbated this reality. However, this should not be the case for any CX department looking to grow moving forward. As you’ll see throughout this report, investing in customer service agents produces higher employee engagement levels, reduces turnover costs, and enhances profitable customer experiences.
This depends on how contact center leaders choose to strategize and equip their workforce with the capabilities that empower today’s agents. This report will show you the trends to address and technologies to leverage in order to empower agents to do their best work.
Featuring insights from, Michael Levitt, Chief Burnout Officer, Corporate Trainer, Psychologist and Bestselling Author, Melanie Penna, Senior Vice President, People and Integration for Comcast Technology, and Wendy Close, VP of Product Marketing at Talkdesk, this report will cover:
-The ROI of employee happiness
-How to empower agents with technology
-Which challenges to overcome with AI
-Why the User Experience needs to be linked to not just the customer, but the employee
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